Jobber + Zapier dispatch automation for a UK field service company
A booking-to-review automation for a UK plumbing and heating company running 10 vans. Jobber holds the schedule; Zapier orchestrates the customer-facing communications across Twilio (SMS), SendGrid (email) and review platforms.
What was breaking.
Jobs were being booked, completed and invoiced, but customer communication around them was inconsistent. Some customers got reminders, some didn't. Review requests were sent manually by office staff — meaning they went out on slow days and got forgotten on busy ones. Five-star Google reviews per month had been flat for a year despite genuinely happy customers.
How I built it.
- Mapped the customer journey: booking confirmation → 24-hour reminder → on-the-way SMS → completion summary → review request at T+24h → re-engagement at T+90d.
- Wired each transition in Zapier off Jobber events. SMS via Twilio (under 160 chars, named technician, ETA window). Email via SendGrid for longer-form content like service summaries and invoices.
- Built a "technician on the way" trigger from the Jobber mobile app status change → templated SMS with a tracking link.
- Added a follow-up branch: if a review wasn't left within 5 days, a softer second nudge from the technician's name, not the company's.
- Stale-customer re-engagement: Jobber tag triggers a 90-day check-in email with seasonal maintenance offer.
What makes it tick.
- Single source of truth: Jobber drives everything. No duplicate data entry.
- Technician personalisation pulled from Jobber's "assigned to" field, so SMS reads "Mike is on his way" not "Your engineer is on his way".
- Suppression rules: customers who opt out of SMS still get email; customers who go quiet on email still get SMS.
- Review channel split between Google and Trustpilot based on customer profile.
What changed.
Five-star Google reviews moved from around 4 per month to roughly 14 per month within the first 60 days. Reschedule and no-show rates dropped because the on-the-way SMS made customers more confident in the schedule. Office team got back about 5 hours per week previously spent on manual comms.
Tools used.
- Jobber API
- Zapier
- Twilio
- SendGrid
- Google My Business API
- Trustpilot
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